A New Operational Management Model
to Boost CX
Results
Challenge
The customer service and sales team of one of Argentina’s most important University Hospitals faced significant challenges in operational management and customer experience. They needed to address urgent issues related to user satisfaction, query resolution, and service times. They were seeking a comprehensive solution to improve efficiency and service quality.
Solution
Apex Way supported the hospital’s customer service and sales team in implementing a new operational management strategy. Using the Way platform, we integrated indicator management with a new model of diagnosis and tracking of employees through our Speech Analytics tool. This allowed the team to have a clearer and more focused view of the business KPIs and organizational culture.
Added Value
Apex Way is an Experience Management (EX) platform that organizes and focuses business KPIs and company culture through the Focus Management Model. It allows for self-management and simplicity of use for all levels of the organization, strengthening the culture, communication, and closeness of the entire organization. Additionally, it provides a 360° view of opportunities and strengths, prioritizing work focus and ensuring operational performance at all levels.
Results
The implementation of Apex Way generated tangible results for the hospital’s main KPIs. There was an improvement in critical business indicators such as NPS (+8%), Cross-selling, and FCR, a reduction of -8 seconds in AHT, and an improvement in organizational climate indicators. The platform offers performance modules such as real-time management, internal messaging platform, monitoring management, and performance reporting, allowing for efficient and scalable administration of personalized feedback.